DSK Bank is member of OTP Group, the largest financial service provider in Hungary and a regional leader in Central and Eastern Europe. A longstanding leader in retail banking in Bulgaria, DSK Bank has established its firm position in both retail and corporate banking, with the largest number of clients in the country.
DSK Bank Improves Customer and Employee Satisfaction
Spitch’s omnichannel Virtual Assistant for voice and text significantly reduced the duration of interaction with the bank for customers and improved customer and employee satisfaction.
80% ↑ Average speed of answers + 19% ↓ Cost per call reduction
Challenge:
DSK Bank considers constant innovation as the key to high-quality services meeting customer expectations. The DSK Bank team clearly realizes that banking services are undergoing a significant transformation caused by the ongoing digitalization in the financial sector. The growing role of AI and computational power is bound to impact many business processes in finance.
Solution:
An omnichannel Virtual Assistant (D-bot) solution from Spitch reduced costs by 19% for every conversation and improved Average speed of answers by up to 80%. In addition, the tool learns and improves continuously by analyzing collected customer interactions information, perfecting models, and enhancing the structure of the products and services offering to deliver even better results in the future.
Benefits:
- Increase in customer awareness about relevant products and services offered by DSK Bank by up to 20%;
- Reliable NLU and TTS engines delivering high accuracy recognition and synthesis in Bulgarian;
- D-bot can provide answers to more than 60 different nonpersonalized queries using a knowledge base that is constantly being updated and improved. This provides clients with more comprehensive answers easily, quickly, and securely;
- Employees are more satisfied and motivated thanks to the relief provided by the bot;
- Better contact center performance against KPIs thanks to freed up human resources and interactions processed significantly faster.
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